Problems with Dell hardware support

[Fernando Braga]

On Tue, Jul 15, 2008 at 3:48 AM,  <Patrick_Fischer at dell.com> wrote:
> The prev. hint was also a good one.
> In my eyes, the person who installed a non supportet OS must be able to
> qualify HW issues by himself.
> Dell tested and certified some Operating Systems, the most agents are
> only trained on these and the customer expectation is that Dell can help
> with any OS? With a person who doesn't have administrator rights on a
> normal windows machine to create a boot image with the 32 Bit
> diagnostic, a installed OS which was installed without the diag.
> partition?

Yeah, my dear fellow, these situations occur a lot more than you
think. Everyone whoever installed a non-supported OS expects minimal
support. But what we really need from DELL is telephone support to
handle these situations in a better way. No one is asking for a hot
diagnostic program that can run in a server while in production,
though that would be great.

Dr Le Blanc made three great suggestions to be put in the
administrative procedures for your support team, but  your management
can think of some more, for sure. All that is need is some focus in
this situation.

Response times superior to 3 days for changing a faulty disk is not
good. And unsupported OS shouldn't be an allowed excuse for that.

Regards,

-- 
Fernando M. Braga
+55 82 9985-457